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NetBox LabsSenior Customer Support Engineer
NetBox Labs is seeking a dedicated Senior Customer Support Engineer to empower our clients by deeply understanding their network infrastructures and guiding their adoption paths. In…
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About this role
Senior Customer Support Engineer at NetBox Labs is a full-time role. Work arrangement: Remote. Location: Applicants in Australia only. The listed pay is USD 115,000 - 130,000/yr. It was posted on Sep 30, 2026. This listing is paused and not taking applications at the moment.
Job Description
NetBox Labs is seeking a dedicated Senior Customer Support Engineer to empower our clients by deeply understanding their network infrastructures and guiding their adoption paths. In this heavily technical yet deeply relational position, you will collaborate closely with network engineers, Customer Success Managers, and our internal Product and Engineering divisions. You will take total ownership of customer hurdles, ranging from complex architectural planning to advanced troubleshooting.
Your daily duties involve managing the complete post-sale technical journey, including onboarding, system integrations, upgrades, and rapid incident resolution. By acting as the bridge between client needs and engineering capabilities, you will ensure our users successfully leverage NetBox Enterprise and NetBox Cloud. Additionally, you will draft comprehensive troubleshooting documentation and share critical product feedback directly with our development teams.
We are looking for professionals who combine core systems administration skills with a passion for customer advocacy. Essential competencies include proficiency with Linux environments, Python scripting, containerization tools, databases, and core networking protocols. Desirable extras include familiarity with Kubernetes, network automation, event-driven messaging, and identity management frameworks.
At NetBox Labs, we champion simplicity, community success, meticulous problem-solving, and transparent communication. We foster an inclusive, equal opportunity environment where diverse perspectives drive innovation.
Frequently Asked Questions
Q: Who will I report to in this role?
A: You will report directly to the Customer Support Engineering Manager while working alongside cross-functional departments.
Q: What level of networking knowledge is expected?
A: A strong foundation in IPAM, DCIM, core networking concepts, and familiarity with network automation principles is essential.
Q: Are there opportunities to influence product development?
A: Yes, you will actively gather user feedback and supply actionable insights to the Product team to help steer future enhancements.
Q: Is NetBox Labs an equal opportunity employer?
A: Absolutely. We welcome applicants from all backgrounds and provide equal employment opportunities regardless of race, religion, gender identity, or disability status.
Responsibilities
- <ul><li>Serve as the main technical point of contact for clients, participating in architecture reviews and alignment meetings.</li><li>Manage end-to-end technical issue resolution, covering installations, configurations, and version upgrades while meeting defined SLAs.</li><li>Drive customer onboarding, deployment health tracking, and proactive risk escalations.</li><li>Collaborate with Product and Engineering teams by translating user feedback into actionable insights.</li><li>Develop internal runbooks and diagnostic guides to decrease recurring support tickets.</li></ul>
Requirements
- <ul><li>Demonstrated expertise in NetBox, DCIM, IPAM, and fundamental networking concepts.</li><li>Proficiency with Docker and Docker Compose.</li><li>Version control experience using GitHub or GitLab.</li><li>Familiarity with SQL, PostgreSQL, CSV data handling, and JSON processing.</li><li>Strong command of the Linux command line, SSH, and shell scripting.</li><li>Programming knowledge in Python, pip usage, and working with REST APIs.</li></ul>
Qualifications
- Candidates with experience in Django, Kubernetes, observability tools like Prometheus and Grafana, SSO configurations (OIDC/SAML), and asynchronous messaging systems will be given strong preference.
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